I should have known better!: When firm-caused failure leads to self-image concerns and reduces negative word-of-mouth
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Business Research"
DOI: 10.1016/j.jbusres.2020.05.018
Abstract: Abstract Existing work suggests that consumers are most likely to share negative word-of-mouth (WOM) about a dissatisfying experience when they blame the firm. The current work, however, shows that consumers are sometimes reticent to share… read more here.
Keywords: firm caused; word mouth; negative word; firm ... See more keywords
Attributions of blame for customer mistreatment: Implications for employees' service performance and customers' negative word of mouth
Sign Up to like & getrecommendations! Published in 2019 at "Journal of Vocational Behavior"
DOI: 10.1016/j.jvb.2018.12.001
Abstract: Abstract Integrating conservation of resources and attribution theories, this study investigates the extent to which perceived customer mistreatment increases customers' negative word of mouth by reducing service workers' subsequent customer-directed in-role performance and customer-directed organizational… read more here.
Keywords: customer directed; customer; customer mistreatment; word mouth ... See more keywords
Can negative word-of-mouth have any impact on brand sustainability?
Sign Up to like & getrecommendations! Published in 2021 at "Molecular Microbiology"
DOI: 10.21272/mmi.2021.1-16
Abstract: Companies invest large amounts of funds to support their image as an incentive to make customers purchase the company's products. This paper's main objective is to estimate the impact of negative word-of-mouth on brand/product sustainability.… read more here.
Keywords: impact; word; word mouth; brand ... See more keywords